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Conflict Management for Security Professionals

Book Description

Effectively resolving conflict prevents violence, reduces incidents, improves productivity, and contributes to the overall health of an organization. Unlike the traditionally reactive law enforcement approach to resolving conflict, Conflict Management for Security Professionals provides a proven, reliable, business-focused approach that teaches security personnel to diffuse situations before they escalate when dealing with uncooperative, dangerous, or violent individuals.

Covering everything from policies and procedures to security tactics and business impact, Conflict Management for Security Professionals uniquely addresses conflict resolution from a security perspective for managers, policy makers, security officials, or anyone else who interacts with people every day. This book helps organizations create and maintain safe environments without interfering with their ability to remain profitable, competitive, and relevant.



  • Comprehensive and systematic conflict management and resolution program geared specifically for the needs of security managers, supervisors, and officers.
  • Incorporates classroom and field-tested conflict resolution concepts, models, and approaches.
  • Addresses everything from policies and programs to tactics for a wide variety of stakeholders in any private or public organization.

Table of Contents

  1. Cover image
  2. Title page
  3. Table of Contents
  4. Copyright
  5. Acknowledgments
  6. About the Author
  7. Inspiration
    1. The Bottom Line
    2. Process
    3. Communication Solutions
    4. The Reality of Violence
    5. Better Suited
    6. Invention
    7. The Law of Probabilities
    8. Recommendations
    9. Audience
    10. “Protect and Serve”
  8. Section I: Underlying Principles of Organizational Conflict Resolution
    1. Chapter 1. Introduction
      1. Process
      2. The Default Position
      3. Definitions and Distinctions
      4. Law Enforcement and Private Security Distinctions
      5. Historical Aspects of Conflict Resolution
      6. The Setting
      7. Trials and Tribulations
      8. The Intended Message of This Book
      9. Reference
    2. Chapter 2. The “Business-Focused” Community
      1. The Problem
      2. Introduction
      3. Process
      4. Managing Conflict in a Business-Focused Environment
      5. Useful Methods and Models
      6. Summary
      7. Reference
    3. Chapter 3. Employing Organizational Safety Models
      1. The Problem
      2. Introduction
      3. Process
      4. The Observe-and-Report Model
      5. The Enforcement Model
      6. Adversarial Techniques
      7. The Observe, Report, Advise, and Protect Model
      8. Empowered Stakeholders
      9. Interpersonal Field Conflict Dynamics
      10. Resolution Misalignment
      11. Organizational Safety Associates
      12. Support Mode
      13. Protective Mode
      14. Summary
      15. Reference
    4. Chapter 4. Presenting a Professional Image
      1. The Problem
      2. Introduction
      3. Process
      4. Uniforms and Duty Gear
      5. Uniform Attributes
      6. “You are What You Wear!”
      7. SAID: Security Attire Identity Dissonance
      8. Presenting a False Image
      9. Impersonating a Police Officer
      10. Internal Challenges
      11. Summary
      12. References
    5. Chapter 5. Protecting Your Reputation
      1. The Problem
      2. Introduction
      3. Process
      4. Reputation as an Intangible Asset
      5. Is Perception Reality?
      6. Community Sensitivities
      7. Protection Strategies for Your Reputation
      8. Conflict Resolution in Reputation Management
      9. The Public Relations Campaign: A Key Tool
      10. The Important Role in Crisis Communication
      11. Failure to Manage Perceptions
      12. Examples from Today’s Headlines
      13. Summary
      14. References
  9. Section II: Policies
    1. Chapter 6. Developing Policies on Conflict and Violence
      1. The Problem
      2. Introduction
      3. Process
      4. How Can Conflict Resolution Be Incorporated into Organizational Policies?
      5. Viewing Conflict Resolution as a Unique Business Task
      6. Potentiality and Complacency
      7. Whose Force is Best?
      8. The Role of “Response Time”
      9. “Force” as a Normative Business Strategy
      10. Forceless Organizational Safety
      11. Talk is Not Enough
      12. The Role of Security Professionals
      13. Summary
      14. Reference
    2. Chapter 7. Use-of-Force Policies and Risk Mitigation
      1. The Problem
      2. Introduction
      3. Process
      4. An Approach to Policy Making
      5. Shifting Liability
      6. Organizational Malpractice
      7. Dealing with Conflict Resolution Expectations
      8. Summary
      9. References
  10. Section III: People as Part of a Conflict Resolution Strategy
    1. Chapter 8. Involving People in Conflict Resolution Roles
      1. The Problem
      2. Introduction
      3. Process
      4. Role Conflicts: Law Enforcement Versus Private Security
      5. Paradigm Shift
      6. “Business-Minded” Security Personnel
      7. Today’s Career Environment and its Realities
      8. Summary
      9. References
    2. Chapter 9. The Role of Training and Trainer Standards
      1. The Problem
      2. Introduction
      3. Process
      4. Potentially Dangerous Encounters (PDEs)
      5. Philosophical Approaches to Training
      6. Funding
      7. Qualities of Effective Standards
      8. Summary
      9. References
  11. Section IV: Implementing Conflict Resolution Strategies
    1. Chapter 10. Verbal Conflict Resolution Strategies: Theories, Techniques, and Tactics for Resolving Conflict
      1. The Problem
      2. Introduction
      3. Process
      4. Perspectives on the Effectiveness of Verbal Strategies
      5. The Ability to Influence
      6. Verbal Tactics
      7. Negotiating Subject Cooperation
      8. Verbal Tactics: How To
      9. Verbal Commands
      10. Interpersonal Field Conflict Dynamics
      11. The DEACONS Approach
      12. Verbal Aggression
      13. Communication Strategies for Dealing with Verbal Aggression
      14. Perception Management
      15. Summary
      16. References
    2. Chapter 11. Physical Conflict Resolution Strategies: Theories, Techniques, Tactics, and Tools for Resolving Conflict
      1. The Problem
      2. Introduction
      3. Process
      4. Authority and Jurisdiction
      5. Law Enforcement Versus Private Security Personnel Authority
      6. Protective Action
      7. A Matter of Degree: Force Versus Resistance
      8. Justifying Physical Contact
      9. Situational Protective Action Risk Continuum (SPARC)
      10. Aligning Situational Force
      11. Subject Resistance (SR) Levels
      12. Dealing with Immediate Physical Threats
      13. Protective Action Response Zones (PARZ)
      14. PARZ One: Noncontact
      15. PARZ Two: Less Lethal
      16. PARZ Three: Lethal
      17. Summary
    3. Chapter 12. Security Personnel Accountability
      1. The Problem
      2. Introduction
      3. Process
      4. Documentation
      5. Security Staff Accountability
      6. Peer Intervention
      7. Factors Affecting Personnel Intervention
      8. Post-Incident Review and Reporting Process
      9. Using Metrics as an Element of Accountability
      10. The Role of Review Boards in Accountability
      11. Summary
  12. Index